Director, Customer Success Operations

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Summary:

Klaviyo is seeking a Director of Customer Success Operations to join our growing Go-to-Market Operations organization. In this role, you'll report to the Sr. Director of Customer Success & Support Operations, partnering closely with global Customer Success leadership. You'll play a key role in aligning Customer Success Operations with the overall Go-to-Market strategy, ensuring a seamless customer experience from acquisition to expansion. 

Key responsibilities include but are not limited to:

• Support strategic CS initiatives, business process transformation, standard operating procedures (SOPs), and rules of engagement for Customer Success Managers (CSMs).
• Drive CSM coverage models, and compensation management, and support regional CS leadership in renewals, retention, and expansion efforts.
• Ensure rigorous execution of CSM playbooks, aid leadership in understanding success outcomes, and support forecasting processes.
• Partner with forecasting to maintain a smooth weekly forecasting rhythm.

You will thrive if you have:

• Strong skills and experience in Customer Success operations, business analysis, programmatic execution, and overall program management & business enablement. It is preferable that you also have experience with Support and Services operations.
• Experience supporting global and regional Customer Success leaders, CSM leaders, and CSM managers.
• The ability to partner with various stakeholders across functions like Incentive Compensation, FP&A, Sales & Deal-Desk Operations, HR Business Partners, Regional Recruiting Teams, Analytics, Business Intelligence, and Engineerin
• Proven ability to manage exceptional relationship management with senior and executive stakeholders and partners

The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on creating solutions for our customers. You have a.

How you will make a difference::

• Strategy Execution: Translate business strategy into actionable plans, processes, SOPs, rules of engagement, and operational playbooks. Lead automation initiatives for processes, workflows, and playbooks to empower CSMs. Partner with analytics to establish success measurement frameworks and drive continuous improvement. Analyze customer data to identify upsell and cross-sell opportunities that align with the Go-to-Market strategy.
• Business Insights: Frame insights for strategic decision-making, partnering with analytics on customer health metrics, churn data, and customer feedback to identify improvement areas. Measure success, develop churn reduction strategies, and improve expansion.
• Customer Adoption: Guide the business to identify at-risk customers, activate churn mitigation playbooks, and accelerate adoption. Partner on programs to address root causes of churn.
• Enable CSMs: Partner with the enablement team on training programs and resources for CSM skill development in process changes, playbooks, rules of engagement, and workflows.
• Optimize Performance: Partner with the CS Leader to establish KPIs for tracking the effectiveness of the CS team and individual CSMs. Identify areas for improvement in team performance related to customer success, churn reduction, and customer health.
• Cross-Functional Alignment: Work collaboratively with Sales and Marketing teams to develop joint customer success programs, ensure alignment of customer messaging across the lifecycle, and create feedback loops to inform product development. Additionally, bridge the gap between the CS team and other departments like Product Development, Marketing, and Sales. Ensure clear communication and collaboration for a seamless customer experience.

Who you are:

• 12+ years of experience leading Customer Success operations in a scaled, global 24/7 Support organization for a SaaS or subscription-based business.
• Demonstrated skills in data-driven decision making, assessing customer conditions, a